Service Level Agreement
I. Service Channels: The User shall have access to the following Verifik service channels
CRM on Verifik.co
Email support@verifik.co
Customer service Discord channel
II. Hours of Operation
The User will be able to access the support provided by Verifik, Monday through Friday (business days) from 8:00 AM to 5:00 PM UTC-5
III. Criticality levels
The requests or requirements raised by Users to the support team will be classified according to the impact they have on the User's operation, as follows:
Critical: | Total service unavailability. |
Urgent: | Loss of specific functionality for all use cases. |
Medium: | Loss of functionality in specific cases. |
Normal: | Other requests or general inquiries that do not affect Service Availability. |
IV. Support Response times
Definitions: Terms used in this section, shall have the following meanings:
The response time varies according to the criticality of the requirement, as follows:
SEVERITY/TIME | ATTENTION | REVIEW | ESCALATION | RESOLUTION |
Critical | 0.5 hr | 0.5 hr | 15 mins | 48 hrs |
Urgent | 0.5 hr | 0.5 hr | 15 mins | 48 hrs |
Medium | 1 hr | 1 hr | 0.5 hr | 96 hrs |
Normal | 1 hrs | 1 hrs | 0.5 hr | 96 hrs |
Note: 48 hrs mean that we take up to 48 hours to solve the incident depending on its complexity.
Response times will be counted from the last message sent by the user.
V. Platform Availability:
The Platform will be available at least:
90% of the time in terms of the smartCHECK solution, which depends on connections with Government Sources
98.5% of the time in terms of solutions that include Liveness Detection, such as: smartACCESS, smartENROL and smartLINK
VI. Unavailability of the Platform
Scheduled Maintenance times will be performed in the evenings and/or weekends, with prior communication via e-mail to the Users.
VII. Data Base Service Charging Scheme
The charging scheme applies to the product smartCHECK, which allows the consultation of government databases. Verifik is not the owner, manager, or responsible (it does not control or update) of government databases of the different countries that we offer; therefore Verifik reserves from offering guarantees regarding “Response Time”, “Average Up Time”, or “Data Accuracy”.
If the query returns a 200 or 404, it will be charged. Otherwise, if the query returns a 403, 409, 412, 422 or 500, it will not be charged.
Charge | Absent of Charge |
200 | 403 |
404 | 409 |
412 | |
422 | |
500 |
VIII. Compensation for Downtime
If the unavailability of the service is caused by Verifik's internal fortuitous cases (database, servers, API problems) and is not effectively solved by the company, then we will compensate the user as follows:
Services Availability Percentage | Credit Percentage |
99.00% or greater | No Credit |
96.00% to 99.00% | A credit equal to 1% of the total queries made during the impacted month to be provided in the form of either future free queries or a refund of the cost of such queries if there are no future queries planned. |
92.99.0% to 95.99% | A credit equal to 2% of the queries for the impacted month to be provided in the form of either future free queries or a refund of the cost of such queries if there are no future queries planned |
90.0% to 92.99% | A credit equal to 4% of the total queries made during the impacted month to be provided in the form of either future free queries or a refund of the cost of such queries if there are no future queries planned. |
Less than 90.0% | A credit consisting of 8% of the total queries made during the impacted month to be provided in the form of either future free queries or a refund of the cost of such queries if there are no future queries planned. |
Note: Internal fortuitous cases exclude problems rooted within government endpoints or databases, whether due to migration, disconnection, updates, external intervention or government unexpected actions. Verifik is an intermediary, therefore it does NOT have the power and/or control of the government databases offered in the platform.
IX. Adaptations or new developments
The times for the development of new adaptations, due to unexpected changes on the part of the User's systems that are integrated via API with the Platform, will be variable according to the changes required by the User and will not count as Downtime of the Platform.
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